International Customer Service Manager

Job Summary:

We are seeking an experienced Customer Service Manager to oversee the management of international orders and shipments for our company's products, which are manufactured in the USA. This position requires a strong background in customer service, with a specific focus on international operations and exporting. The Customer Service Manager will collaborate cross-functionally with sales, operations, finance, and executive leadership to ensure exceptional customer satisfaction and efficient order management. In addition to the core International focus, the Customer Service Manager will also oversee a small internal customer service team focused on domestic orders. The ideal candidate will possess excellent written and verbal communication skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment. Proficiency in CRM systems and Microsoft Office is required.

Responsibilities:

Manage International Orders and Shipments:

• Oversee the end-to-end process of international orders, ensuring timely and accurate order fulfillment.
• Resolve any issues related to customs, duties, or shipping delays to minimize customer impact.
• Ensure compliance with international shipping regulations and documentation requirements.
• Collaborate with sales, operations, and logistics teams to ensure seamless coordination of shipments.

Customer Service Excellence:

• Implement strategies to continuously improve customer satisfaction and exceed service level agreements.
• Develop and maintain strong relationships with key international customers, ensuring their satisfaction and loyalty.
• Serve as the main point of contact for customer escalations and complex order inquiries.
• Provide exceptional customer service to international customers and retailers, addressing inquiries and resolving issues promptly.

Cross-Functional Collaboration:

• Collaborate with the sales team to forecast and plan for international demand, ensuring adequate inventory levels.
• Work closely with operations to optimize order processing, shipping, and delivery times.
• Communicate regularly with executive leadership to provide insights on international customer trends and opportunities.
• Partner with the finance department to manage international payment terms and credit terms for customers.

Process Improvement and Efficiency:

• Implement and optimize customer relationship management (CRM) systems to enhance customer service capabilities.
• Develop and maintain documentation, SOPs, and training materials related to international order management.
• Monitor key performance indicators (KPIs) and metrics to track performance and identify areas for improvement.
• Identify opportunities for process improvement and streamline international order management procedures.

Manage Domestic Customer Service Team:

• Oversee and manage the two-person domestic customer service team. Lead, coach, mentor team members in all facets of the role.

Qualifications:

• Ability to work independently and as part of a team.
• Bachelor's degree in business administration or a related field is preferred.
• 5-7 years of customer service experience, preferably in a managerial role. (Minimum of 2 years of experience in managing international orders and shipments).
• Familiarity with exporting products and knowledge of international shipping regulations is highly desirable.
• Proficient in using CRM systems and Microsoft Office Suite.
• Strong written and verbal communication skills with excellent interpersonal abilities.
• Team leadership experience (Minimum 2 of years)
• Detail-oriented with exceptional organizational skills.